Unable to add printer to HPHome to set up scan details (even though it was working yesterday)

[JaimeMCV]

So the scan to email was working yesterday morning and now it doesn;'t work and tells me to set it up via HP Admin. I go tot HP Admin and the printer is not there, but the printer tells me it is.  I cannot add the printer.   It copies, prints, everything - just doesn't scan and no matter what I do I cannot get to settings anywhere to set it up. It has latest firmware on it. But looking in places, it comes up as EXPIRED on HP (is that warranty related??) and I have an error code yesterday (can't find it today) of C5.A1.66.0B.  It is connected to the email.

[VikramTheGreat]

Hi @JaimeMCV,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can imagine how frustrating this feels. Everything was working perfectly yesterday, and now Scan to Email stops suddenly, asking you to set it up again. You’ve checked HP Admin, the printer says it’s connected, yet you can’t add it. That’s confusing and stressful, especially when you rely on scanning for your tasks. Let’s break this down and get you back up and running.

Why This Happens

• The error C5.A1.66.0B usually indicates a communication or authentication failure between the printer and HP’s cloud services.
• If your printer shows as Expired in HP Admin, that refers to warranty status, not functionality, but it can affect access to certain HP-managed features.
• HP recently migrated many features (including Scan to Email) to the HP Admin portal for security compliance. If the printer isn’t showing there, it means the cloud link is broken.

Recommended Steps

Step 1: Verify HP Account & Printer Status

• Sign in to HP Admin.
• Ensure you’re using the same HP account linked to the printer.
• If the printer does not appear, it needs to be reclaimed.

Step 2: Reclaim the Printer

1. On the printer, go to Settings > HP Account > Remove Printer.
2. Restart the printer.
3. Re-add the printer in HP Admin using the Claim Code: 
   • Find it on the printer: Settings > Web Services > Print Info Page.
   • Enter the code in HP Admin.

Step 3: Re-enable Web Services

• On the printer: Settings > Web Services > Enable.
• This re-establishes the connection for Scan to Email.

Step 4: Update Firmware & Sync

• Confirm latest firmware:
  👉 Official HP® Support
• Then, in HP Admin, set up Scan to Email again.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat